8x8 Puts Pressure On Competition with New Uptime Agreement

Cloud service provider 8x8 has revealed it will now be offering business customers a new service level agreement for the  8x8 eXperience Communications as a service (XCaaS). Customers will now be supported with 99.999% global uptime, putting collective pressure on the increasingly competitive CaaS industry.

Service availability has become more significant than ever in the digital age, but has a heightened level of importance in the post-pandemic era as more businesses shift to hybrid work environments. Remote workforces mean employees have the ability to work outside the parameters of typical 9-5 schedules, so having access to cloud networks is critical for businesses looking to boost productivity in home offices.

“Now more than ever, organisations recognize that employee communications and contact centre uptime and reliability is critical for success, especially as they shift to a hybrid workforce.” commented ZK Research founder and principal analyst Zeus Kerravala “They expect the highest levels of service, and the 8x8 XCaaS global SLA across both employee communications and contact centre provides organisations with a single point of accountability and confidence.”

The events of last year has positioned 8x8 as a prime force within the cloud marketplace, receiving official recognition from IDC MarketScape for Worldwide CPaaS.

“The CPaaS market remains one of the fastest-growing IT segments, benefiting from a surge of adoption as organisations drive digital transformation and customer engagement requirements.” added Courtney Munroe, Research VP for IDC Worldwide Telecommunications “Enhancing the customer experience by leveraging voice and digital channels has become a critical component for building brand recognition.

Edited by Maurice Nagle